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ACM SIGCHI WWW Human Factors (Open Discussion)


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Sender: "ACM SIGCHI WWW Human Factors (Open Discussion)" <[log in to unmask]>
Date: Thu, 15 Oct 2009 15:56:27 -0700
Reply-To: Kartik Mithal <[log in to unmask]>
From: Kartik Mithal <[log in to unmask]>
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How Do People Evaluate a Web Site's Credibility?
Results from a Large Study (Abstract)
October 29, 2002 
Updated: November 11, 2002
(Study term: June 15, 2002-August 15, 2002)

Consumer Reports WebWatch research report, prepared by Stanford
Persuasive Technology Lab, Cordura Hall 226, Stanford University,
Stanford, Calif., 94305

B.J. Fogg, Ph.D. (e-mail Dr. Fogg), Cathy Soohoo, David Danielson
Stanford Persuasive Technology Lab 
Leslie Marable
Consumer Reports WebWatch
Julianne Stanford and Ellen R. Tauber
Sliced Bread Design, LLCConsumer Reports WebWatch
101 Truman Ave.
Yonkers, N.Y., USA 10703-1057

+1-408-725-9539 (home)
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From: "[log in to unmask]" <[log in to unmask]>
To: [log in to unmask]
Sent: Wed, October 14, 2009 2:31:57 PM
Subject: Importance of web characteristics to overall customer experience

Does anyone know of any research to help identify the importance of different website characteristics on overall customer experience or satisfaction?  

There are lots of lists of website evaluation criteria, heuristics, etc, but they all seem to assume that every attribute is equally important.  Ie, that things like visual design, navigation structure, depth of content, smooth recovery from error, etc are all equally-weighted in calculating an overall evaluation.  I'm searching for some help in figuring out how to weight these different attributes to get a more accurate model of the overall customer experience.  

-- Holly

    H o l l y   P h i l l i p s
:: Agilent Technologies 
:: EMG eBusiness :: Usability& Research Manager
:: 5301 Stevens Creek Blvd, Santa Clara, CA  95052
:: [log in to unmask] :: (408) TN 553-7475 
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